How to trigger a workflow on activity keywords

by Marc Staine

Last updated: 16-Dec-2021

Workflows are powerful tools to maximize your productivity and get exactly what you need from Supportbench. This article will describes how to trigger a workflow on a peice of content within an activities subject line or content.

Trigger a notification on a workflow

1. Create a new workflow by going to Configuration → Workflows
    
2. Click on the “New Workflow” button at the top right corner of the screen.
    
3. Type in a name for your workflow.
    
4. Click on the “Rules” section to add when and how your workflow will run.
   
   
    
5. Select “Case” to trigger this workflow for case content.
    
6. ** Note that content searching workflows will only trigger when new activities are created.
    
7. Under conditions, search for content and select “Content Contains”.  This will search within the activity (i.e. email) and if the keyword or phrase is found, trigger this workflow.
   
   
    
8. Select an action to occur.  i.e. Send a notification.
    
9. Save your workflow and make sure it is running as desired.